AccountId: 011433970860
ContactId: f5dd4274-ea29-4d61-8792-e0cddc0fa19f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420489 ms
Total Talk Time (AGENT): 209408 ms
Total Talk Time (CUSTOMER): 153806 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f5dd4274-ea29-4d61-8792-e0cddc0fa19f_20250606T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, I'm calling about my claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with your claim. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 023684225. I'm sorry.
[AGENT][NEUTRAL] Thank you, it's OK, hold on one moment.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] My address I got well I don't know which one you want physical or post office.
[AGENT][NEUTRAL] Let's see, hold on one moment. Post office.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Um, so what type of, um,
[AGENT][NEUTRAL] Well, let me start here. How did you send the claim?
[CUSTOMER][NEUTRAL] Uh, online, um, uploaded it. I uploaded it before y'all changed the website. Now y'all got the website changed. I've been uploading.
[CUSTOMER][NEUTRAL] The same way, uh, it's a little different looking.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just don't know if y'all get any of this because I hadn't heard any response or seen any activity on the web page or.
[AGENT][NEUTRAL] And this is, this is for your, this is for your hospital indemnity policy?
[CUSTOMER][NEUTRAL] You know, I mean, I don't know.
[CUSTOMER][NEGATIVE] My cancer.
[AGENT][NEUTRAL] Can, OK, so hold on one second, I'm in the wrong policy. This is for your husband indemnity. Hold on 1 2nd.
[AGENT][NEUTRAL] 2369191.
[AGENT][NEUTRAL] Mhm. Um, so when I went to the cancer policy, yes, we, we have several. If it's the same thing that's being sent, it's 12345.
[AGENT][NEUTRAL] 890. So we've received it 11 times.
[CUSTOMER][NEUTRAL] Well, I said something to
[CUSTOMER][NEUTRAL] Uh, I, I sent something today, some different ones, OK, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've done sent almost 30 uploads.
[CUSTOMER][NEGATIVE] Uh, I don't know what y'all got, uh, what y'all need. I mean, I don't hear anything, you know.
[AGENT][NEUTRAL] So I would
[CUSTOMER][NEUTRAL] I have no idea. I mean, I've been sending the EOBs, uh, I've sent the doctor's office, uh, cancer policy report. I sent the hospital.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Big breakdown.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So we received
[CUSTOMER][NEUTRAL] I don't know what, I don't know what else to do, I mean.
[AGENT][NEUTRAL] Well, there's nothing else for you to do right now. We received the claims that you sent in on the [PII] and then [PII] and [PII], and they're all in line for processing. So if something is needed or missing, the examiner is gonna reach out to you and let you know, but right now they're they're all just in line for processing, um.
[AGENT][NEUTRAL] So I don't, you're not gonna have to do anything else unless you hear from them that something is needed. But after, um, but for right now, the next thing is gonna be, um, previously, like on the old system, did you get a text message that says like, hey, we received your claim or your claims finished processing. Did you get anything like that before?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I didn't know, I didn't know my old system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but I said something in before the [PII], I think.
[AGENT][NEUTRAL] So we have [PII], I mean.
[CUSTOMER][NEUTRAL] Uh and I did get one today.
[AGENT][NEUTRAL] We have [PII] that came in also, but that one's already been done. The [PII] on it's just the ones that are in processing now.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] I, I just don't know if I'm sending enough stuff or, or what, you know, uh, I mean, I take these cancer treatments, you know, every, every two weeks, you know, so I'm having to update it.
[AGENT][NEUTRAL] Well, I would let them
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I sent it in
[AGENT][NEUTRAL] I would say to let them go ahead and work through the ones that we have here, see what's there, because they're gonna go through everything that all the documents that we received. So if there's something missing or something that they need once they, you know, work through it, they'll let you know. So I don't, for right now, there's nothing for you to do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, I just didn't know when they were gonna contact me or do anything, you know, because it does, I thought I would see it in process on, on the website, you know.
[AGENT][NEUTRAL] Well, now, typically,
[CUSTOMER][NEGATIVE] Not even showing that, you know.
[AGENT][NEUTRAL] Typically you would, but we've been having so many issues since the launch last Friday. It's hard to say what's really working correctly and what's not. So you could be receiving, you know, it's just not showing correctly, some people are getting errors, so we apologize.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] for all this inconvenience because I know it's a headache, um, but with the website not working correctly, it's kind of hard to tell you what's really working and what's not, but if it was working correctly, you would be able to see that it's been received, it's in processing, and when it's done.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, well, what kind of timeline should I wait before I hear a response? I mean, that's uh.
[AGENT][NEUTRAL] So typically just in general um it takes 7 to 15 business days from the day we receive it um to have the claim back to you unless there's a delay or something, which of course, then you will be notified.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I mean, are they gonna call me or email me? That's what I guess the question is.
[AGENT][NEUTRAL] Neither. Um, you'll receive a text message letting you know that the claim has been processed and it's completed and then you can go online to get the um decision and you'll also receive an explanation of benefits in the mail with the decision.
[CUSTOMER][NEUTRAL] Uh, I did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK then.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I'll, I'll wait a while and see.
[CUSTOMER][POSITIVE] No, uh, that's it. I appreciate it.
[AGENT][POSITIVE] Alrighty. You're welcome. Well, thank you so much for calling APM Ms. [PII]. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.